Brey Conducts Customer Service Webinar

Recently Dr. Eric T. Brey of the Kemmons Wilson School of Hospitality and Resort and Management conducted a webinar entitled,"The Guest Experience: Driving Revenue Through Memorable Customer Service" for the American Resort Development Association (ARDA).  The focus of his online seminar was on driving revenue by developing quality customer experiences.  Attendees to the seminar learned about the six step process of re-engineering customer experiences, from understanding customers to ensuring a competitive advantage in the very competitive services industry.  

To provide pertinent examples of how industry has adopted stages of this process in their operations Patrick Connelly, Senior Vice President at Holiday Inn Vacation Club and Don Potts, Vice President of Orange Lake Resorts joined Dr. Brey in presenting to the largest webinar crowd that ARDA has had to date.  This presentation also complements Dr. Brey's recent invitation to join the ARDA International Foundation Research Committee and his Fundamentals of Timeshare presentation at the Annual ARDA Convention and Expo where he provided insight into the future of resort management and development.